Applications and Support Engineer

PURPOSE  

The Application and Support Engineer is responsible for assisting in the resolution of escalated Product issues coming from Customer Support and Professional Services, both domestically and internationally. The Applications and Support Engineer is responsible for reviewing all open software cases that have been escalated daily, assessing the content, and then working with the Software Current Product Engineering Manager to determine next steps, such as figuring out how to replicate the problem, following up to get more information, or engaging with other subject matter experts to help. This position requires extensive knowledge of our ibml SW products and given that we provide integrated Hardware/Software system solutions to our customers, it will require working knowledge of our Hardware as well, including assisting with determining Hardware vs. Software contributors to the problems. In addition to the up-front assistance when problems get escalated, this position is also responsible for testing and verifying fixes that are implemented to resolve the problems.

JOB DESCRIPTION

ROLE AND RESPONSIBILITIES

• Maintains current and thorough knowledge of all ibml software components and equipment.
• Reviews open escalated software cases throughout the day, keep case statuses accurate, and provide timely updates to internal stakeholders.
• Provides effective, timely, and competent technical assistance to all ibml personnel as needed.
• Ensures case data provided by other departments is accurate and escalated problem statements are correct.
• Uses ibml system files provided in escalated cases to recreate customer’s environment and triage reported issue(s).  Use all information gathered to determine if escalation type (software/hardware) and case description is accurate.
• Work directly with Hardware CPE when needed to triage issues possibly related to Hardware & Software.
• Searches TFS and previously closed cases to determine if an escalated issue has been resolved.
• Works directly with the Software CPE Lead to determine if escalated cases require a defect or Product Change Request.
• Create new defects and ensure all required ibml support files are attached along with accurate and detailed steps to reproduce the issue.
• Manage communication from Domestic and International teams into Engineering.
• Work directly with the QA team to ensure steps to recreate issues are properly documented and added to test plans.
• Work directly with the Documentation team to ensure problem statements are documented and added to release notes.
• Responsible for communicating defect release schedules to internal stakeholders.
• Be available for after-hours escalations.
• Participate in any classes deemed necessary by ibml management.
• Participate in QA regression testing when time allows.  

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Associate degree in computer science and/or equivalent work experience
• Minimum 5 years of experience on ibml equipment and/or relevant technical experience
• Demonstrable organizational skills
• Proficiency in implementing and troubleshooting software/hardware.
• Experience with Microsoft operating systems and office productivity software required.
• Experience with scanning hardware, or other relevant hardware.
• Testing/support experience preferred.

 ADDITIONAL NOTES